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Vinsolutions,

You have a lot of irritated and frustrated dealers. The problem is two-fold. One part is the over abundance of issues. The other part is the lack of help from your team to resolve these issues.

I feel that it is excessive to have to be on the phone with support daily (literally) resolving each new problem that surfaces. It is so frustrating to find something broken that was just working, then when that gets fixed again, two more problems arise. This has been going on for months. Maybe you could do additional testing before releasing updates to identify all the other areas that might be adversely affected.  I need to be talking to customers, not your support team.

As I mentioned, the second half of this is the lack of customer service.

• It is not good customer service to have the protocol of a service ticket to be first: deny there is a problem, second: if the customer calls back - tell them it is something on their end, third: if the customer calls back, blame a third party, forth: if the customer calls back again, say it was a one-time glitch unless 3 more examples can be produced, fifth: close the ticket as resolved, sixth: if the customer calls and says its still an issue- reopen the ticket and start at step one. This sounds ridiculous, but I have an email folder full of correspondence showing that this is not make-believe.
• It is not good customer service to provide a support chat and email function that no one responds to in any timely fashion (if at all)
• It is not good customer service to have your customers on hold for almost a half hour only to be hung up on, forcing them to call back and wait another 30 minutes to hopefully reach someone.
• It is not good customer service to have a tech tell you that something that previously worked and is now broken was "never supposed to work" because he didnt know what he was talking about.

I could go on, but you get the idea. Please hold some internal training on what the process of handling an issue should be with a focus on good customer service. Please also educate your service techs before throwing them to the wolves. They need to, at minimum, know how the program is supposed to work to be able to effectively listen and understand a dealer's concern(s). You are going to continually lose dealers unless this improves.

Emily Moore

Sharrett Automotive (#3837)